Complaints & Exchanges

Goods damaged or faulty?

We are sorry about that. Please get in touch within a few days of receipt so we can find a solution quickly:

So we can help you quickly, please state your order number and, if possible, send us a photo of the item and of the packaging or the label with batch and best before date.

Transport damage

If the parcel is visibly damaged, it is best to have the courier confirm this straight away. Take a photo of the parcel and get in touch with us. Your statutory rights remain unaffected, even if you only notice the damage later.

Statutory warranty

The statutory warranty applies to all items. If goods are faulty, we will send you a replacement after consultation or refund the purchase price. We cover the cost of returning faulty goods, you will receive a return label from us for this.

Exchanges and returns

We do not offer a direct exchange. If you do not like an item, you can return it within 30 days under your right of withdrawal and simply order what you would like instead. In this case you bear the return costs yourself. Please note that sealed goods which are not suitable for return for reasons of health protection or hygiene may be excluded from withdrawal once opened. You will find all the details in our right of withdrawal.

Return address

Please do not send returns to our business address, but only to:
Heinrich Pemöller Handels-Partner GmbH
Bungsbergstraße 4
23744 Schönwalde am Bungsberg
Germany

Please include a note with your order number in the parcel so we can match your return quickly.